CUSTOMER TALKING POINTS: June 2021 |
TALKING POINTS |
LEAVE A FOOTNOTE |
About Talking Points
To enhance our customer service efforts, Marketing and Public Relations will provide monthly talking points which will include a ‘Leave a Footnote’ suggestion. Our hope is that unified messaging will lead to a stronger message. While your frontline staff will naturally be key to the success of this initiative, all staff are encouraged to participate. We’ve provided the talking points in script form, but it is not necessary to memorize it as a script, in fact the talking points will be more effective in the staff member’s own words.
The first three points are meant for conversation during interactions. ‘Leave a Footnote’ is your parting message or, as it is sometimes called, an upsell. When you’re at a fast-food restaurant and the server asks: ‘Would you like fries with that?’ That’s an upsell.
Additionally, we hope this can be a great resource for staff to use as talking points for the Monthly Mystery Shopper program.
For questions about the talking points, please contact Andrea Jackson in MPR at x7600.